Ticket Update Email
Updated: 31 May 2010 | 1 comment
Hello All,
In Altiris Helpdesk 6 is there a way to send out an email to the assigned help desk tech when a ticket is updated. Right now when a tech sends out an email through Altiris to a user and the user replies back we dont have a way of letting the tech know that user has replied to the email.
Thank you for your help
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Comments
Create a notification rule
I think one exists by default called Incident changed, which you could just enable. But if you don't have a rule that works already for you out-of-the-box, follow these steps to create a Notification Rule.
This creates a notification rule that:
Create a notification rule
When: Only when incident already exists
And:
When ALL of these are TRUE
"Version" changes
When ANY of these is FALSE
"Assigned worker" changes and is not equal to "[unassigned]"
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Does this solve your problem?
Mike Clemson, Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
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